Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Prosper Wireless is a predatory company that is misusing and/or abusing the Affordable Connectivity Program. They are fraudalently signing up people who qualify for the *** benefit, leading to more problems when that benefit can no longer be applied to their broadband or wireless bill. The *** required signed disclosures by all program participants, which I did not sign nor did I complete their sign up process, yet the within a week my *** benefit had been transferred to a company I do not receive service with.

  Business Response

  Date: 01/22/2024

  Hi *****, 

  I am sorry to hear that you are having an issue with your ACP Benefit. I would like to assist as we take these matters very seriously. I was unable to locate an account with the name *****************. We can assist in getting your ACP benefit transferred to the ACP provider of your choosing, but will need more information from you to locate the account. Our ************* Director will be reaching out to you with the contact information that you provided. Her name is ***. She an also be reached at ************ or by email at ********************************. 

  We look forward to assisting you.

  Thank you, 

  Prosper Wireless

• Initial Complaint

  Date:01/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 30 my affordable connectivity program $30.00 was transferred to Prosper wireless without my permission. After talking to my "real" internet provider ****** I was talk Prosper had my benefit of $30.00 transferred to their business. I have never heard of this company before nor would I use them for service for anything. Someone in this company is committing fraud by taking my benefit of $30.00. Please check into them and report them as they have fraudulently done this.

  Business Response

  Date: 01/25/2024

  Hi ********, Thank you for reaching out. I can ensure that we take these matters very seriously. I see that you reached out to our customer service representatives on January 4, **** and were able to get the account de-enrolled that day. If you are still having issues with reconnecting your benefits with the provider of your choosing, please reach out to our ************* Director, ***. Her email is ******************************** 

• Initial Complaint

  Date:01/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April on 2023, I received notice from my Internet provider *************** that my ACP benefit was canceled due to being transferred to another provider called Excess Telecom. Upon research and conversation with ACP, it was determined that it was transferred due to my data being used fraudulently. I subsequently reapplied and service was restored after a short time. Fast-forward to present day, and I have again received this same notice from my Internet provider indicating it was once again disabled due to being transferred to PROSPER WIRELESS. Once again, I have NOT initiated this and did NOT authorize it. I am now again in the process of having to re-apply with ***************. I have been told by ACP customer service that the same issue happened, and my ACP credit was transferred to Prosper with my data using an old address I lived at 10+ years ago. I called Prosper and they indicated it would be "escalated" to another department for review. They provided application # EPRO5097535 as a reference. I would like to ensure all my applications and data there are canceled and removed. FCC report has already been filed, and local sheriff's case will be submitted to begin the fraud compliant process.

  Business Response

  Date: 02/06/2024

  Hi *******, I see that your ACP benefit was canceled and transferred to Excess Telecom in April 2023 and then again to Prosper Wireless from your original complaint. I am so sorry to hear that someone has compromised your information and is using it to transfer your ACP benefit. We take matters of identity theft very seriously. It is unfortunate when these situations occur however, we take immediate action to resolve these matters when they are brought to our attention. I was able to locate the account based on the information you provided. I can see that our customer care team walked you through the transfer process and that it was successful. We did not receive any further communication about the matter and have since closed the account on our end. Our ************* Director, ***, will be reaching out to you today to see if we can assist you further. Thank you, Prosper Wireless
  
  

• Initial Complaint

  Date:12/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was on the *** Program in ********, my Service was interrupted with my phone provider on 12/24/2023. I called *** Program on 12/26/2023 and found my account was disenrolled on 11/29/2023, with my provider and re-enrolled with a different provider I never heard of called Prosper Wireless. I called Prosper and the only information I was provided was the current phone number associated with my Personal Information. Prosper Wireless also said I would have to have my provider have me fill out a Transfer Exception Form, but my provider don't know of such form. Prosper Wireless stated they have Free Field Agents that work ******* Stores, that carry around Those Free Tablets they give away, and that's why No Such Free Tablet was delivered to me at my Address. I also inquired into getting the Sim Card #, and EMEI number Associated with the Fraudulent Device, the Agent ***** could, would not provide Me any information other than the Current phone # tied to me, and My personal information, he only gave me my current zip code. ***** also stated he's escalating this to their ************************** ***** also stated there is No Supervisor Available to speak to, ***** stated someone will call me back within ***** hours, lol, grrrrrr, ***** also stated they were gonna delete the acct associated with my name and ALL the Data with it would be deleted as well, I told him I didn't want that incase of Prosecution by the **** last he Saud was that the account was in Suspended status! It was a Recorded phone call on my end!

  Business Response

  Date: 12/27/2023

  Hi ******, Thank you for taking the time to speak with me today. As discussed, you identified that there was a breech with your **************** that caused your information to be leaked. It is unfortunate when things like this happen, and we take these matters very seriously. 

  I was able to de-enroll the account as discussed. I am going to be emailing you directly with the Transfer Exception Form to assist you with transferring your ACP benefit to your provider of choice. 
  We appreciate you contacting our customer support team, but please note that due to consumer privacy laws, we are not allowed to divulge confidential account information over the phone without first verifying the callers identity. This may be why you were not able to receive the information you were hoping for on your initial call to our team.
  I hope that I was able to provide you with the information needed and to get you moving forward with closing out this situation. 

  Thank you - ***, ************* Director

  
  

• Initial Complaint

  Date:12/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 9th this company either opened or allowed an account to be opened fraudulently in my name. I did not give permission for this or approve this. This company Prosper Wireless also transferred my ACP credit from My internet provider to them (prosper wireless) without my permission. I have been a victim of identity theft through this business and they refuse to ***** me to speak to someone to close the account out. I see this is a trend with this business and it needs to be taken seriously and shut down. Identify theft and falsifying information is against the law.

  Business Response

  Date: 02/06/2024

  Hi *******, We are so sorry to hear about your experience and want you to know that we take matters of identity theft very seriously. It is unfortunate when these situations occur however, we take immediate action to resolve these matters when they are brought to our attention. I was able to locate an account with the information you provided here. It looks like you spoke with one of our customer care representatives on Thursday, December 21, 2023 and our ************* Manager returned your call on Sunday, December 24, 2023. Given the holiday closure it took a few extra days to have the account de-enrolled, however this was completed on Wednesday, December 27, 2023. I can understand the frustration involved in not knowing what is going on with your ACP benefit, but our team did turn around the request as soon as it was mentioned to us. Our ************* Director, *** has sent you an email to see if you have additional needs that can be addressed at this time. Please look out for her email.  Thank you, Prosper Wireless. 

• Initial Complaint

  Date:12/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Proper wireless sign me up with them without my consent. My acp was transferred to them from my other internet carrier and now I have to go through a lot of c*** just to get my acp transfer back to my other provider. I did not signed up with this wireless company I dont even have a cell phone or tablet with them . I want that account close and my acp transfer

  Business Response

  Date: 02/06/2024

  Hi ****, We are so sorry to hear about the trouble you had with your ACP Benefit. It is very unfortunate when these things happen and Prosper Wireless does everything they can to ensure that when it is brought to our attention, we act immediately. Our records show that you called into our customer care department on December 23, 2023. Our ************* Director, ***, spoke with you on December 26, 2023 to confirm that the account was validate and then de-enrolled. Once this was done, she provided you with that update. We would like to confirm that everything went well after that call, so our ************* Director, ***, will be reaching out to you today to discuss. Thank you, Prosper Wireless. 

• Initial Complaint

  Date:12/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/17/2023, Prosper Wireless used my personal information to sign up for ACP benefits, including my name, date of birth, address, and social security number. When I called them to remove the fraudulent account, they refused to delete the account but somehow managed to give perfect instructions on how to remove the fraudulent registration as if the person on the line has gotten tons of calls before and has done this multiple times. The government has to look into this company as they are surely working with someone to get this information to make themselves a lot of money while abusing mine and others benefits from the government. I had a panic attack due to what has happened and what I had to go through. SHUT IT DOWN!

  Customer Answer

  Date: 12/26/2023

  My name is *************************.

  Business Response

  Date: 02/05/2024

  Hi ******, We are so sorry to hear about your recent experience and would like to assist you in this matter immediately. We take matters of identity theft very seriously. I see that you called into our customer care team on Dec 21, 2023 and our agents were able to walk you through the transfer out process and it was done on the same day. This process is an approved process with the *** and I can see that it was done correctly with your account. I hope that this was a quick process for you and that all is well. If you have additional questions, our ************* Director, ***, will be reaching out to you directly to see if there is anything she can assist you with. Thank you, Propser Wireless. 

• Initial Complaint

  Date:12/20/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yes, informed that service was set up in my name with this alleged company and that my ACP benefit was transferred to them, without my knowledge or consent.The phone number they provide for customer service doesn't work, The email just they provide comes back as undeliverable, This was completely fraudulent.I need the account closed, and to have them block anyone trying to set ** service in my name with them.

  Business Response

  Date: 01/11/2024

  Hi ******, I am sorry that there was an issue with your *** Benefit. We take these matters very serious and once notified, we ensure that we handle the de-enrollment as per the *** guidelines. I can see that you spoke with our customer service representatives on December 28, 2023. Our team reached out and had the account de-enrolled on December 29, 2023. Our contact information can be found on our website at www.prosperwireless.us and shows phone ************** email ****************************

  I am sorry if you had trouble reaching us, and I am glad to see that this was resolved once it was reported to us. We do have an option to block. your information from being used with our company in the future and will ensure that this takes place. Our ************* Director will be reaching out to you by email to do a follow up. Thank you. 

• Initial Complaint

  Date:12/19/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An account was opened without my consent and my address, name and birthday was used. I did not open this Account or get an ipad or whatever they keep advertising. I have filed a complaint with the **** I called Prosper WIreless and asked this fraudulent account be closed and they refused. I am waiting on a supervisors call that I never received. Hope Prosper Wireless starts making things right and has a better safety protocol to avoid people opening fake fraudulent accounts. DONT DO TO OTHERS WHAT YOU DONT WANT DONE TO YOU!!! MERRY CHRISTMAS.

  Business Response

  Date: 02/05/2024

  Hi *******, we are so sorry to hear about your experience and want you to know that we take matters of identity fraud very seriously.  It is unfortunate when these situations occur and take immediate action to resolve these matters when they are brought to our attention. We have a screening process that goes through the National Verifier who makes the ultimate approval. I see that you spoke with one of our customer care representatives on December 20, 2023 and were able to confirm that the account was de-enrolled on December 19, 2023. Our ************* Director, ***, will be contacting you via the contact information you left to see if there is anything additional that is needed. Thank you, Prosper Wireless. 

• Initial Complaint

  Date:12/13/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 12-10-23 I was notified that Prosper Wireless had opened a government phone account in my name with my old address. I called them twice after dealing with Xfinity and can't get this resolved. I reported this as identitiy theft and also contacted the *** because now I have to pay for my internet. I don't know what to do, I am so frustrated that this company will not de-enroll me and offer no explanations, meanwhile they are collecting money from the government program and this is fraud! I am a senior on a fixed income and this is how it is, no help!

  Business Response

  Date: 12/26/2023

  *******, Thank you for taking the time to speak with me today. It was a pleasure talking to you. As discussed, we take these matters very seriously, and want to ensure that you get the benefits of the *** program used for the wireless provider of your choice. I am sorry to hear that ******* has been unable to assist you. After fully authenticating you today, we were able to move forward with the de-enrollment process. I have sent you an email which will detail this, and have included the ****************************************** website for appeals. If you need additional support, please do not hesitate to reach me directly. - ***, ************* Director

  Customer Answer

  Date: 01/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************